Real Life Options - 90 Capel Gardens

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People had choice and control in their daily lives. They were supported to make decisions about meals, activities, clothing and how they spent their time. Staff promoted people’s independence wherever possible, including supporting them to access the community and take part in activities they enjoyed.

Care plans were detailed and personalised. People’s care plans included information to reflect their physical, mental, emotional and social care needs.

Staff worked closely with health and social care partners to help ensure care remained responsive as people’s needs changed.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People received consistency and continuity in their staffing and care arrangements. People were allocated small teams of staff, whom they had built positive relationships with so that they felt comfortable in their presence. Staff understood people’s needs and met their needs in relation to equality and diversity.

People’s care was well planned, consistently delivered and coordinated with other services. This helped ensure people received support that met their needs, promoted their wellbeing and adapted to changes in their circumstances.

The provider supplied appropriate and up-to-date information in formats that were tailored to individual needs. Staff supported people to communicate by using their preferred method of communication.

The principles of Accessible Information Standards were being met. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. Communication plans were in place that included information on how to communicate effectively with people and people’s preferred communication style. Staff told us they gained consent from people before carrying out any personal care and if they did not understand they would explain again.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Each person had an allocated key worker that they were comfortable with. Key workers were able to monitor people’s care and support as well as independence skills. However, we noted that key worker sessions had not been recently documented consistently. We raised this with the manager who advised that they were currently reviewing key worker responsibilities and systems in place.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Relatives told us they felt well informed about people’s care and were supported to raise any concerns. A complaints policy was in place with information displayed on how to make a complaint.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People had equitable access to the service, and support was adapted to ensure their needs, preferences and circumstances were met. Adjustments were made to promote inclusion, safety and choice. People had opportunities to engage in leisure and recreational activities that reflected their social interests both at home and in the wider community. The home was resourced with various board games and puzzles and people attended social activities in the wider community and visiting family and friends.

Staff understood the individual circumstances of the people they supported, including physical, sensory and communication needs, and adapted their approaches to ensure support was appropriate.

The provider had policies and procedures around equality and diversity. Staff had received training in equality and diversity. This helped to ensure they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. Staff supported people to access health care services when they needed them, and this was recorded in their care records.

Staff respected people’s identity, personal routines and need for consistency. Staff were aware of the importance of treating people equally regardless of their abilities, their background or their lifestyle.

Care plans contained information about how people’s social, cultural and spiritual needs should be met. Staff focused on ensuring people were treated respectfully and supported people to maintain their independence.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People did not require any support with end-of-life care at the time of our assessment. The manager advised that where people and their relatives had wished to discuss this, there was a clear record of this. However, some people and relatives had not wished to discuss this and therefore they were respectful of this decision.